Tier 2 Customer Support Agent

We're Hiring: Tier 2 Customer Support Agent

Location: Somerset West
Salary Package: Up to R15,500 per month

Are you an experienced customer support professional ready to take the next step in your career? Outsource-X is looking for a motivated and customer-focused Tier 2 Customer Support Agent to join our team.

This role is ideal for someone who enjoys solving complex customer queries, supporting frontline agents, and taking on additional responsibility. We are looking for a candidate with strong problem-solving skills and leadership potential, as there may be an opportunity to develop into a Team Leader role in the future.

Key Responsibilities

• Handle complex customer queries and escalated support cases.
• Provide accurate, professional and timely customer assistance.
• Investigate issues and identify effective solutions.
• Support frontline agents with challenging customer interactions.
• Maintain high standards of customer service and quality.
• Document customer interactions and update relevant systems.
• Identify recurring issues and suggest process improvements.
• Demonstrate initiative and leadership potential within the team.

Requirements

• Previous experience in customer support, preferably in a Tier 2 or escalation-support role.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage challenging customer queries professionally.
• Familiarity with CRM systems or customer support ticketing platforms.
• Strong attention to detail and organisational skills.
• A proactive attitude and willingness to take ownership of issues.
• Leadership potential and an interest in future career growth.

Salary Package

• Basic salary: R12,500 per month
• Performance and attendance bonus: R2,000 per month
• Transport allowance: R1,000 per month
• Total potential monthly package: R15,500

Please note that the performance and attendance bonus is subject to the applicable bonus criteria.

Career Growth

This is an excellent opportunity for someone who wants to grow beyond a standard customer support role. The successful candidate may have the opportunity to develop their leadership skills and progress into a Customer Support Team Leader position in the future, depending on performance and business requirements.

Interested in Applying?

If you are an experienced support professional who enjoys resolving complex issues, supporting others and taking ownership, we would love to hear from you!

careers@outsource-x.com